Sharnetta Victoria Seymour

**** ****** ****** **** *********, NC 27312

Ph./Fax: 919-***-****

ad1nma@r.postjobfree.com

CompTIA A+ Technology Support IT Systems

I am a Senior Information Technology Support Specialist with 15 years’ experience providing IT support throughout various industries. Great at multitasking while managing time and meeting deadlines effectively.

EXPERIENCE:

HCL America/FedEx - Shift Lead/IT Telephone Support Analyst

March 2014 – Present

Assist internal customers across 5 operating companies of FedEx with technical support.

Manage technical calls related to networking tasks such as installation, VPN configuration, connectivity troubleshooting, adding printers to computer and grid environment, telephone setup, and FedEx handheld scanners for scanning and tracking consumer packages

Support over 400 software applications including AS/400, and complete SLA Metric Reports.

Train staff in a classroom-based environment as well as live “on the spot” refreshers with agents on the floor.

Telephone and ticket queue management to ensure proper routing for all clients to ensure minimal abandon rate.

Carolina Meadows Inc. - IT Systems/Communication Specialist

April 2000 – September 2013

Managed IT service calls to include installations, configurations, maintenance, troubleshooting and repair of desktop PCs, mobile devices and printers.

Served as the liaison between outside vendors and internal staff.

Tracked PC inventory and performed regular audits to ensure user compliance with company policies and procedures.

Evaluated communication and information systems needs and made appropriate recommendations to management.

Tested potential software, recommended by staff and/or vendors.

Served as the IT security officer

Conducted technology refresher sessions for staff.

Carolina Meadows Inc. - Reception Desk Supervisor

September 1994 – April 2000

Supervised six receptionists at the Information Center to include shift scheduling

Administered the Emergency Call Response Computer that monitors resident medical activity.

Coordinated staff coverage for inclement weather conditions.

Reviewed and accessed daily/nightly staff activity reports.

Worden Brothers Inc. - Order Desk Supervisor

April 1992 – September 1994

Performed inventory

Supervised and trained telephone sales support center staff

Created the first sales center training manual for staff that included detailed pricing information for software purchase options and phone etiquette tips.

SKILLS

Proficient in Microsoft Office (Excel, Word, Outlook, Power Point & One Note), Windows Operating Systems, AS400 and various Internet browsers. Software testing, LAN administration, VPN troubleshooting and Incident Management. Active Directory and Account Management, Training and Supervisory experience.

EDUCATION

DeVry University

Associates Degree, Network Systems Administration, Magna Cum Laude

2007-2009

Kings College

Diploma, Retail Merchandising

1990-1991

REFERENCES

Provided Upon Request

Contact this candidate